Storyminers
MARCH 17, 2021
If your strategy includes a new service, product, or platform, one of the best ways to get started is not with a story at all! Instead, it’s with a well-designed experience that adds value to your customers, engages your employees, then benefits the bottom line. It’s essential to focus on profit-making last in the design process so that you stay focused on what your customers want most and will genuinely adopt.
CSM Magazine
MARCH 18, 2021
Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots). Companies such as Bosch, Daimler, Henkel, Lufthansa and, more recently, BioNTech are automating their customer communication in a smart way.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Heart of the Customer
MARCH 16, 2021
At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs. Or do they? We’ve found that there’s […].
NICE inContact
MARCH 15, 2021
The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.
Advertisement
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Customer Experience Update Submitted Articles
MARCH 18, 2021
More than three-quarters (77%) of employees used an emoji at work in 2020. Clutch surveyed 500 employees in the U.S. about their use of work emoticons in the office. Employees recognize the benefits of using emojis in professional communication but expect translation mistakes as different generations navigate the digital workspace
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
MARCH 17, 2021
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.
NICE inContact
MARCH 18, 2021
In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part. In fact, the results of a study published in the Harvard Business Review* revealed that reducing customer effort is a better way to build loyalty than trying to delight customers.
ShepHyken
MARCH 17, 2021
It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? But when they focus on the customer’s needs, the rest seems to fall into place. A great example of this comes from Dawn Mushill, one of our Shepard Letter subscribers.
GetFeedback
MARCH 17, 2021
Excellent customer service can increase customer loyalty, retention, and more.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Alida
MARCH 19, 2021
The tech industry is an incredibly competitive market, filled with global juggernauts and disruptive innovators jostling for customers’ dollars. To thrive in this crowded landscape, you need to establish key differentiators that set you apart from the rest of the pack.
NICE inContact
MARCH 16, 2021
Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn't be used just for the sake of it - organizations should use it for very specific purposes to drive business results.
Aveus
MARCH 15, 2021
No matter where you live, during this pandemic you have seen stories and images of people in what appear to be endless lines, waiting, hoping, needing food assistance. Trust across a system that people must rely on to deliver essential support is paramount. This is a story of our work with Second Harvest Heartland as they tackle hunger and lift trust at the same time.
GetFeedback
MARCH 17, 2021
What customer needs are and how your organization can identify them.
Advertisement
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
TechSee
MARCH 17, 2021
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.
Totango
MARCH 19, 2021
The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. The traditional approach fails to see things from the perspective of the customer, instead, it takes a company-centric approach, splitting these into multiple journies each handled by a different department; marketing, sales, onboarding, retention.
Integrity Solutions
MARCH 18, 2021
Effective sales recruiting strategies start with a well-defined Sales Success Profile based on objective performance criteria. Here’s how to consistently identify, attract and retain candidates with the talent and experience to become high performers. As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them.
GetFeedback
MARCH 17, 2021
A complete guide to open-ended questions in surveys.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Talkdesk
MARCH 16, 2021
Small and midsize business owners deserve PPP support in their corner. The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. economy—and when small businesses hurt, the whole economy hurts. The Paycheck Protection Program (PPP)—a business loan program established by the U.S.
Totango
MARCH 16, 2021
The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey.
Second to None
MARCH 18, 2021
By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve. To be successful in measuring and administering change, keep these tips in mind for measuring service levels at your grocery chain.
Beyond Philosophy
MARCH 13, 2021
Ep 178 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’ A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
dscout People Nerds
MARCH 18, 2021
We asked 100 participants what behaviors, routines, and practices they are adopting to keep themselves feeling together. And about what services, and products they believed were helping—and hindering—their sense of balance.
Vanilla Forums
MARCH 18, 2021
You’ve spent the better part of a year working on the launch of your new community. You’ve ensured that your theme is where you want it and you’ve had the soft-launch. Heck you’ve even had the big launch of your community! You’re happy and excited, but then you are interrupted by a sinking thought - “Oh geez, how will I keep this going?!” A sense of panic sets in as you wonder how you’ll continue to promote your community.
kommunicate
MARCH 18, 2021
WhatsApp’s massive growth in popularity over the past few years has created many opportunities for businesses. Companies around the world are currently discovering the power of the WhatsApp Business app. It allows you to send notifications and messages using a WhatsApp chatbot, which is a great way to increase and personalize customer engagement. WhatsApp has [.].
ShepHyken
MARCH 15, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. (Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Influitive
MARCH 19, 2021
When I tell colleagues that I perform improv comedy, I usually get one of the following responses: Blank stare (could be horror, I’m still not entirely clear) Oh cool! (tells me about doing improv in college/show they’ve seen/friend who performs) But by far the most common response I get is: “You make up everything on […]. The post How Improv Comedy Has Made Me a Better Community Manager appeared first on Influitive.
Centercode
MARCH 18, 2021
Data is a library of information. And like a library, the books inside are only useful to you if they’re written in a language you understand. You also don’t have time to read every book in the library when you have a finite amount of time and a job to get done. The books you want to read are the ones that neatly summarize the information you can apply in the real world.
Conversocial
MARCH 18, 2021
It is well documented that consumer expectations have changed beyond recognition as a result of the pandemic. However, what is left unknown is our new definition of “normal.” It is yet to be fully defined.
Expert insights. Personalized for you.
246 
Let's personalize your content